We recently deployed Crowd to manage access to our various Atlassian applications. We're having a workflow issue with our users. Every time a user needs to change their password this happens:
1. user requests password reset.
2. helpdesk uses Crowd to generate reset email.
3. user resets password by following link.
4. user finds themselves at the Crowd login prompt.
5. user tries to login to Crowd and it fails. They contact the helpdesk to say their password reset didn't work.
6. helpdesk and user spend 15 frustrating minutes trying to figure out what's wrong.
7. helpdesk realizes the user is trying to log into Crowd instead of Confluence or Jira.
I understand what's happening - the user is trying to log into the wrong application, and they aren't authorized to use Crowd. But this is creating a bad user experience. And its happening on almost every password reset for any non-technical user. (Technical users still encounter the issue, but recognize they are at the Crowd login screen and are able to connect the dots.)
Is there a fix for this? It's very confusing for some of our users, and busting an otherwise successful rollout. Am I just supposed to tell users, "here's your Crowd account, but you can't login to Crowd. So reset your Crowd password, don't log into crowd, and do a 'u-turn' if you reach the crowd login page."
Thanks for responding. I wasn't aware there was a self-service console. And I can't seem to find any options to enable it. Non-administrators just get an error message at login ("Incorrect username or password"). I googled around a bit, and it seems like it's just supposed to exist and users get directed to it automatically. Not sure if this is a permissions/group membership issue, or a system config/install issue...
The self-service console ('My profile') is part of the Crowd application itself. You do not need to enable it, it is already there.
You just need to add your users directory to the list of the authorized directories for the Crowd application in Crowd's console itself and allow all users to authenticate (or maybe you want to allow only groups like jira-software-users, confluence-users).
If a user is a Crowd administrator, she/he will see all tabs (e.g. Applications, Directories, Users, Groups) when logging into Crowd. If a user is not an administrator, she/he will only see the 'My profile' page which allows her/him to change her/his password (Crowd administrators are defined in the Administrators tab of the Crowd application in Crowd's console).
If you were upgrading the legacy app to our new one, you might have run into the error below while trying to authenticate. We're still investigating the cause of this but here's a workaround...
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